Create a Salesforce Case from Care

After you mapped Care and Salesforce fields (see Map Your Care and Salesforce Fields) and linked the Care customer and a Salesforce contact in a Care case (see Link Care and Salesforce Contacts), you can create a Salesforce case directly from the Care module.

When you create a case from Care, it uses the mapping to create its copy in Salesforce.

Create a Salesforce case from a Care case

To be able to escalate a Care case to Salesforce, ensure that the Care customer’s identity has its counterpart in Salesforce. You cannot escalate a Care case to Salesforce if the Care customer is not linked to a Salesforce contact (see Link Care and Salesforce Contacts).

You cannot create a Salesforce case from a Care case if the last message that the customer posted in the Care case was added 90 or more days ago.

Steps:

1. Open the Care case that you want to escalate.

2. On the case property panel, click the Salesforce tab.
   The customer of the case must have a linked Salesforce contact. If it does not, first link a Salesforce contact to the Care customer (see Link Care and Salesforce Contacts).

3. Click Create case.

   

4. Fill in the case details, then click Create Salesforce case.

   

   A case in Salesforce is created.
   The confirmation dialog pops up confirming a case in Salesforce has been created and providing the Salesforce case number.

Manage a case in Salesforce

Actions made in a Salesforce case are not propagated to the related case in Care. For example, closing a Salesforce case requires the Salesforce agent to then also mark the related case as closed in the Care module embedded in Salesforce.

Update the status of a Salesforce case upon an incoming message

You can configure Care to update the status of a Salesforce case whenever a message is added to the related Care case (manually or via automation).

Steps:

1. Go to Settings -> Integrations & API -> Salesforce.

2. Select the Salesforce account.
   The Overview tab opens.

3. For the Case status in Salesforce parameter, select the status to which the Salesforce case will be updated when an incoming message is added to the Care case.

   

Propagate messages from a case in Care to the related case in Salesforce

You can configure Care and Salesforce to propagate incoming and outgoing messages from a case in Care to the related case in Salesforce.

When you create a case in Salesforce from Care, the last 100 messages will be fetched from the Care case and loaded to the Salesforce case. Any new message that a Care agent posts to the case in Care and any message that the customer sends to this case will automatically appear in the related Salesforce case.

In Salesforce:

The steps described in this section require advanced knowledge of the Salesforce setup options. If you are not confident enough, we recommend that you involve the help of your Salesforce implementation/Support team.

This section describes the steps you need to perform in a third-party product. The process and changes in the user interface in third-party products are subject to change beyond our control, and Emplifi therefore accepts no liability associated with them.

In your Object Manager, create a new custom object of the SocialPost type. This object will be used to store all the messages in Salesforce case conversations and Care cases.

We suggest that your name the object so that it clearly identifies your Care integration or at least the object type, for example, “Care Social Post” or “Social Post”.

Set up the properties of the object according to your Salesforce best practices. The new object will appear in your Emplifi account, under the connected Salesforce account in Settings.

In Emplifi:

1. Go to Settings -> Integrations & API -> Salesforce.

2. Select the Salesforce account.
   The Overview tab opens.

3. Set up the message storage parameters:

   

   1. For the Storage object for messages parameter, select the object of the SocialPost type that you have earlier created in Salesforce.

   2. For the Mappable record type parameter, select the corresponding record type.

4. Click the Mapping with Care tab.
   The list of the record types that are available in your Salesforce account appears.

5. Click the record type that is listed for the object of the SocialPost type.
   The mapping editor appears.

6. Map Care fields to the Salesforce fields.

7. Once done, click Save.
   The Care and Salesforce fields are mapped. Message synchronization is enabled.
   

From now on, when you create a case in Salesforce from Care, the last 100 messages will be fetched from the Care case and loaded to the Salesforce case. Any new message that a Care agent posts to the case in Care and any message that the customer sends to this case will automatically appear in the related Salesforce case.

Community, Care, and Salesforce

If you are using Community without the Care module, you create your Salesforce cases as described in Create a Salesforce Case from the Community Inbox. Implementation of an iframe in Salesforce as described in Set up Care iFrame in Salesforce is not available.

Community and Salesforce integration remains unidirectional. Once you create a Salesforce case, you should only interact with it in Salesforce.